Posts about survey-design

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
All categories

Sean McDade, PhD | Jul 29, 2020

How to Write a Really Bad Survey

I have been writing and taking surveys for 30+ years.   Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Customer, Survey Design
Sean McDade, PhD | Jul 13, 2020

A Bonus Recommendation for Reopening Your VoC Program

In my last blog post, I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.   If you have not checked out that blog post, ...

Reading time: 4 min
Read more ›
Voice of the Customer, Customer Experience Survey, Survey Design
Sean McDade, PhD | Jun 29, 2020

5 Recommendations for Reopening your VoC Program

In my last blog post, I wrote about how to build a Voice of Customer (VoC) program depending on the maturity of your current program. Given the changes in ...

Reading time: 9 min
Read more ›
Voice of the Customer, Customer Experience Survey, Survey Design
Sean McDade, PhD | Oct 29, 2019

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC ...

Reading time: 5 min
Read more ›
Customer Experience Measurement, Listen or Die, Survey Design
Sean McDade, PhD | Aug 21, 2018

You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5, NPS is important to include in your VoC program, but if ...

Reading time: 4 min
Read more ›
Customer Experience Measurement, Listen or Die, Survey Design